PVK D+ Morgan Insight+Remote+Support

8/6/2019 PVK D+ Morgan Insight+Remote+Support

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© 2009 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice.

Dionne Morgan, Worldwide SolutionsMarketing Manager for HP TechnologyServices

HP Insight RemoteSupport

HP Services FY10 Partner Virtual Kick-Off

November 4 – 5, 2009



Agenda

• About HP Insight Remote Support

• Benefits to Channel Partners

• Reporting

• Driving adoption

• Resources and Call to Action

• Questions and Answers



About HP InsightRemote Support



Polling questions (Following slide 3)• Is your business

− Authorized to sell HP products and services

− Authorized to sell and deliver HP products and services

− A Systems Integrator authorized to sell and deliver HP products and services

− Other

• Are you located in− US

− Canada

− Latin America

− Other

• Are you using/promoting a remote support solution today?− No

− Yes, my own solution

− Yes, an HP solution

− Yes, a different vendor„s solution

4 5 November 2009



5 5 November 2009

HP Insight Remote Support (Insight RS)

The key to managing your customers’ environments withease…

• HP Insight Remote Support delivers secure remotesupport for your customers‟ HP servers and storage,24x7… so they can spend less time solving problems

and more time focused on their businesses− Remote monitoring all the time... To gain better control

− Automated notification every time…to do more with less

− Accurate resolution in less time…to keep businesses upand running

Available at no additional cost as part of HPwarranty, HP Care Pack Service or contractual

support agreements with HP



6 5 November 2009

HP redefines how companies of all sizesmaintain their infrastructure

HP Insight Remote Support• Innovative range of remote support capabilities

• Addressing the needs of small environments to largedata center environments

HP Insight Remote Support Standard(HP Insight RSS)

• Small to mid-size environments withlittle or no IT staff

− Key Functionality: Basic remote

monitoring, notification/advisories,dispatch

− Centralized installation on a sharedsever

HP Insight Remote Support Advanced(HP Insight RSA)• Mid-size to large environments with

dedicated IT staff. Integrated with HPSystems Insight Manager (SIM)

− Key Functionality: All HP Insight RSSfunctionality, plus comprehensive productcoverage, fault analysis, warranty /contract information, and proactivecapabilities for HP Mission CriticalServices customers

− Installation integrated into a centralized,dedicated HP SIM server


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Benefits to customers

Mitigate Risk(Gain Control)

Avoid problems before they occur

• Address problems before they turn into reactive service requests or

system outages

• Proactively monitor your systems and gain insights for your infrastructure

Reduce Costs(Do More with Less)

Simplify and automate day to day system support

• Make the most of limited resources (time, people, and money)

• Increase the efficiency of your infrastructure

Accelerate Growth(Keep Your Business

Running)

Quick resolution

• Enhance system availability and business productivity

• Remotely diagnose and resolve with ease and accuracy



How it works:HP Insight Remote Support Standard

• Remote monitoring all the time

• Automated notification every time• Accurate resolution in less time

• Offered in partnership with HP Authorized Channel Partners

Note: Please ensure all software, including pre-requisites is installedproperly. Refer to release notes for details.



How it works:HP Insight Remote Support Advanced

Integrated with

HP SystemsInsight Manager

Internal

Deploymentand entitlement

HP

Internet

SecureInternet

Connection

Software Updates

Contract & WarrantyDatabase

StreamingMedia, Self-Help Support

Support Centerand Proactive

ServicesProblem Analysis

Remote Monitoring

Customer

Service Portals

External

Management Console

RemoteConfigurationCollection

Contract / WarrantyReporting

http://images.google.fr/imgres?imgurl=http://www.muhlenberg.edu/students/cleaners/contract.JPG&imgrefurl=http://www.muhlenberg.edu/students/cleaners/Contract.html&h=140&w=141&sz=5&hl=fr&start=4&tbnid=fQHhPR3UQEvCoM:&tbnh=93&tbnw=94&prev=/images?q=Contract&svnum=10&hl=fr&lr=&sa=N



Why HP?Increased Total Customer Experience

• Industry-leading remote supportcapabilities for organizations ofall sizes (one size does not fit all)

• One of the most comprehensive list

of supported products in theindustry

• Faster resolution using innovativediagnostics and problem resolutionconnected to HP support centers

• Channel partner enablement,including increased proactiveadvice and consultation

• No additional fee!

10 5 November 2009

h



HP Insight Remote Support – Everyone Wins!

Partner HP

Superior customer experienceReduced operating costs

Better information

Increased customer satisfaction and loyalty

Reduced delivery costs

Increased proactive advice and consultation

Customer

Regional Transportation Commission of WashoeCounty, Nevada"Insight Remote Support ultimately saves us timeand money by resolving issues faster anddetecting problems to avoid disruption of ourbusiness operations. The benefits of this newsoftware allow for reduced downtime, and whenor if hardware issues occur, we are able torestore and minimize our downtime."- John Ponzo, I.T. Analyst

PC Mall, Inc.“Mean Time to Resolve is less. First time fix isimproved. It's a win-win-win (Partner, Customerand HP), a real competitive differentiator for thepartner.”- Daniel Schneider, VP Solution Development



Value to Channel

Partners



13 5 November 2009

Value to Channel Partners

Complete insight to your Customer‟s environment to offer:

• Proactive service to mitigate risks

• Business growth through relevant opportunities

• Improved availability (prevent downtime)

• Informed product and services marketing decisions

• Opportunities to up sell

• Reduced service delivery costs via relevant, accurate customer

insights

• Enhance your customer relationship through personalized advice

• Gain greater confidence of your customers, helps you be the

trusted partner to your customer

• Value Added Relationship

Growth

Profitability

Customer Loyalty

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http://images.google.co.in/imgres?imgurl=http://6mcolimited.com/yahoo_site_admin/assets/images/partnership.299233323_std.jpg&imgrefurl=http://6mcolimited.com/about_us&usg=__HXfN1qmk5Qvy3Hl5TwtHni7t2yE=&h=199&w=300&sz=11&hl=en&start=35&tbnid=2oZ0x11Yc8GB2M:&tbnh=77&tbnw=116&prev=/images%3Fq%3Dcustomer%2Bpartnership%26gbv%3D2%26ndsp%3D18%26hl%3Den%26sa%3DN%26start%3D18

http://images.google.co.in/imgres?imgurl=http://www.electrofreeze.com/images/profitability.png&imgrefurl=http://www.electrofreeze.com/profitability&usg=__NuVFluLigxV9rhXdOTo89PB1NO4=&h=413&w=325&sz=263&hl=en&start=38&tbnid=RtLWU-Yu-kCN7M:&tbnh=125&tbnw=98&prev=/images%3Fq%3Dprofitability%26gbv%3D2%26ndsp%3D18%26hl%3Den%26sa%3DN%26start%3D36



Partners are gaining competitiveadvantage

14 5 November 2009

“HP Insight Remote Support is an innovativesolution, providing us with a new opportunity inthe market. It is adding value to our solutions,

growing our pipeline and keeping us ahead ofthe competition. “

“At Expert Systems Limited, we have obtainedsome reports from HP Insight Remote Support fromthe HP Partner Portal. In future, this will assist us inthe sales process by having a more informedconversation with our customers. We will knowtheir system bottlenecks and be able to up sell.”

SM Tan, ECS Astar Sdn Bhd

Andy Lau, Expert Systems Limited



Reporting



HP Insight Remote Support PartnerSummary Reports



HP Insight Remote Support Customer Account Report

HP I i ht R t S t



HP Insight Remote Support:Partner Portal Landing Page


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Detailed Customer Report Sample

Detailed system monitoring and analysis, system usage and capacity information



Detailed Customer ReportStorage Sample



Accessing HP Insight Remote Support reports



HP Insight Remote Support StandardOpt-in Screenshot

HP I i ht R t S t



HP Insight Remote Support Adding channel partner ID‟s

Customer SystemInformation

Add Partner information

Drop-down menu allows tospecify Service Providers by

selected device or all devices



How to Participateand Drive Adoption



Driving Customer Adoption:HP Authorized Channel Partners play a pivotal role…

• Communicate value of HP Insight Remote Support• Facilitate customer installation & opt-in

• Pursue up-sell opportunities



265 November2009

Customer adoption scenarios

• Existing hardware already installed at customer site

− Install HP Insight Remote Support for your customer− Influence customer installation & opt-in

• Communicate benefits• Review installation process with customer and answer anyquestions− For technical questions: Refer customer to HP Support or

facilitate on customer‟s behalf

−Check in with customer to confirm successful installationand opt-in• New hardware sale

− Include HP Insight RS as part of all new hardware installations, where thesoftware has not been installed



Resources andCall to Action



HP Insight Remote SupportGeneral Information



Useful links•

Release Notes, Installation and Configuration Guides, andother technical documents− HP Insight Remote Support Advanced:

http://docs.hp.com/en/netsys.html#Remote%20Support%20Pack

− HP Insight Remote Support Standard:http://docs.hp.com/en/netsys.html#Insight%Remote%Support

• Customer web pages− http://www.hp.com/go/insightremotesupport

• Channel Partner Portals (regional)

− US: www.hp.com/partners/us/remotesupport− Canada: www.hp.com/partners.ca.remotesupport

− Latin America: www.hp.com/partners/lar

http://docs.hp.com/en/netsys.html


http://www.hp.com/go/insightremotesupport

http://www.hp.com/partners/us/remotesupport

http://www.hp.com/partners.ca.remotesupport

http://www.hp.com/partners/lar

http://www.hp.com/partners/lar

http://www.hp.com/partners.ca.remotesupport

http://www.hp.com/partners/us/remotesupport

http://www.hp.com/go/insightremotesupport





Hear what the experts have to say

Featuring…• Tiffani Bova, Gartner Research Vice President, IT Market

and Channel Strategies

• Janice Zdankus, VP of HP Infrastructure Software andBlades Services

30 5 November 2009

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HP Insight Remote Support ExpressCampaign

• Channel partner kit−Elevator and

Telemarketing Script

−Customer Emailer

−Campaign GettingStarted Guide

31 5 November 2009



Polling questions (Following slide 31)

• What are the biggest benefits for customers using HP Insight Remote Support?− Improved system availability

− Less time involved in monitoring and maintaining hardware

− Automated case submission including hardware failure information

− Possibility to receive improvement recommendations

− Other

• What are the biggest benefits for channel partners using HP Insight Remote Support?− Receive automated case details including hardware failure information if you are an authorized service provider

− Possibility to offer your customer proactive, customized recommendations on new hardware and services

− Less time involved in receiving and analyzing customer break-fix calls

− Customers view you as a “trusted advisor”

− Other

• Will you take action and encourage your customers to use HP Insight Remote Support?− Yes

− No

− Not yet sure

32 5 November 2009



Call to Action

• Go to your local partner portal for moreinformation

• For technical assistance:−Contact the services representative in your organization

or another technical resource

−Contact the HP Global Solution Center

Contact your customers and

encourage them to install

HP Insight Remote Support today!!!



Thank You

PVK D+ Morgan Insight+Remote+Support

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